Sellers - from your experience does allowing returns affect your sales/returns?

[tokyonimbus]

So firstly I realize that any time a buyer wants a refund they will be able to get it, but I'm wondering if setting explicitly that I do allow returns will encourage buyers to return items more often? Conversely it may give buyers peace of mind and encourage more purchases.

I'm wondering if any of you have had experience with these settings and how they have affected your sales/returns rate?

[southern*sweet*tea]

My experience only:

I have always sold in a low/no return area. I sold handmade soaps and candles here from 2003 until 2013 when I ended my business after 31 years. I started selling vintage books, then vintage paper which I still sell today, along with some other random items.  I have always, since day one, had  a return policy - first 14 days, then 30. For the past six or seven years I have had a free return policy, meaning I pay for all returns no matter the reason.

In almost 19 years I have had a grand total of four five returns. (I forgot one lol)

It all depends on what you sell and who you sell it to.  If I sold something like clothing I'm very sure I would have far more than five returns in almost two decades.

[katzrul15]

We offer free returns on most items, except oversized or heavy, but offer Buyer pays to return - 30 day returns on those.

Depends on what you sell.  We rarely get a return.  If I sold clothing, I would not offer free returns, etc. 

I won't usually buy from a Seller that does not offer returns.

[yuzuha]

I have always allowed buyer-paid returns.  I started out with 14-day returns, and when eBay took away that option, I switched over to 30-day returns.

In seven years, I have yet to have a single return.

[bigdeals.etc]

Sellers - from your experience does allowing returns affect your sales/returns?

Yes.

[rabites-n-chocobos]

I saw a good quanitative seller evaluation on reddit today that had some good information. Did you guys see that? Would you like me to break it down here?

[chapeau-noir]

I started offering 30-day buyer pays returns years ago when I got tired of arguing with people - my no-returns policy seemed really outdated.

I have about a 4% return rate - I don't like it, but it's better than the 25-30% return rate average internet-wide.  Although I respect a seller's no-return policy, I no longer will purchase from them.  Biggest reason is that my 'good to very good' seems to differ too much from some other sellers.   I've spent too much good money on $60 "like new" workout pants rolled up and stuffed into a flat rate envelope with no other protection, and showing significant wear, etc.

[bigdeals.etc]

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@rabites-n-chocobos wrote:

I saw a good quanitative seller evaluation on reddit today that had some good information. Did you guys see that? Would you like me to break it down here?

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Yes

[richard1rst]

It all depends on what you sell.

I offer free shipping and 30 days free returns on everything I sell. While the amount changes a little month to month my overall running average is about 1/2 of 1%. And in all fairness a few of them from time to time and here and there have been my own fault. The occasional misread order, the occasional switched label, etc. A few others because of damage in transit. Absent those my rate would most likely be about 1/4 of 1%. i.e. one out of 400.

Reading these boards it appears the most troublesome categories are clothes, electronics, and anything sold "for parts". I would be extremely reluctant in those categories.

Again, it all depends on what you sell.

NOW the flip side of that was expressed by Katzrul15

"I won't usually buy from a Seller that does not offer returns."

[twneae0]

The problem you speak of we've experienced on an individual basis, every once in a while we get an entitled kind of buyer who seems to believe we're in the rental business but overall it has actually reduced our return rates.

[femmefan1946]

While a LOT would depend on the category of items you are selling, in my categories, (philately, sewing patterns, ephemera, books) my buyers are people who like to read and are used to following systems and instructions.

Other demographics not so much.

I have perhaps one Dispute a year over four selling accounts. About half are my error.

I believe that offering returns means more sales, because my buyer is more confident that I will be helpful if there is a problem.

And again, my buyer has actually read the description and looked at the pictures.

[inhawaii]

I myself chose not to accept free returns. I just didnt want to have to pay for "I changed my mind" returns. Of course like you, I fully understand Ebay's return policy and money back guarantee and that I should/will  accept INAD refunds/returns. 

I don't think having this policy in place hurts my sales. I think when people make a purchase that they don't anticipate a return.

Good luck to you.

[this*old*attic]

I have allowed returns since 20 years ago, when pretty much no one was doing it.

Even when I was close to full time, I only had one return (missed a stain).

 I had another about 4 years ago (fit).

And, one 2 years ago (stain).

 I resold all of them - in one case for triple the original sale price.

There are different return rates in different categories.

YMMV

[this*old*attic]

@southern*sweet*tea

Maybe not. I sell vintage clothing and my experience mirrors yours. 

[powell-memorabilia]

Not for my items.  Out of the last 1000 transactions, I have four or five returns.  Before I used free returns, the rate was similar.  It was a bit higher, actually - a function of mistakes on my end.